Feel Sorry For The Cat Who Has Put Up With Her For 17 Years

, , | Right | October 2, 2019

(I work in a pet store that provides grooming and training services, but unlike our larger stores, we do not have a veterinarian and, as such, we cannot legally carry prescription medication or foods.)

Me: *approaching a customer* “Hi there! Are you finding everything okay?”

Customer: “No. I’ve been searching for half an hour; where have you been? What happened to customer service?”

Me: “Oh. I’m sorry about that. I just came in, but maybe I can help find what you’re looking for. What is it?”

Customer: “[Brand] kidney function food for my cat.”

Me: “Is that a prescription food?”

Customer: “Yes! My cat is seventeen years old and needs specific foods for his diet.”

Me: “Seventeen years old! You must take very good care of him. What a lucky cat! Unfortunately, we don’t have a vet on staff so we cannot carry prescription food like that. The store in [Town fifteen minutes away] does carry it. I can call them to see if it’s in stock and if they’ll hold it.”

Customer: “I need [Brand] kidney function food today.”

Me: “Yes, I understand, but we don’t carry it.”

Customer: “But my vet said I can get it here!”

Me: “We do face this confusion a lot. Larger locations do have the veterinary offices but we don’t so we can’t have anything requiring a prescription.”

Customer: “Check the back room, then. You always have more back there.”

Me: *getting frustrated* “I can already tell you it’s not there, because we legally cannot carry prescription products without a doctor on staff.”

Customer: “But I need this food!”

Me: “I can contact other stores or local vet offices if you’d like, but—”

Customer: “This is ridiculous! I want your manager now!

Me: *sigh* “Okay.”

(I call for my manager, who has the same circular conversation with the woman for a few minutes, both visibly getting more upset each round. In the end, she storms off and threatens to call corporate because we aren’t willing to help her.)

Manager: “How many ways can you say, ‘We don’t carry that,’ before she understands?”

Me: “Apparently, more than we just did.”

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